Leisen Pollack, Birgit; Alexandrov, Aliosha - In: Journal of Services Marketing 27 (2013) 2, pp. 118-129
Purpose – The purpose of this study is twofold. First, it aims to provide a review of the Net Promoter© Index (NPI), the evidence of its ability to predict financial performance, and the evidence of its superiority to other voice of customer metrics. Second, it seeks to investigate the...